# India Online Dispute Resolution
source: https://developer.mastercard.com/india-online-dispute-resolution/documentation/index.md

## Overview {#overview}

The Reserve Bank of India (RBI) has published regulations requiring payment system operators like Mastercard to make available an India Online Dispute Resolution (IODR) system for the India region. This resolves customer grievances where complaints can be recorded and status can be tracked. The establishment of the IODR is to provide customer confidence in card payments and bring uniformity to the processing of failed transactions​.

The API integration provides an online repository in the form of API. The issuer can raise complaints related to transactions conducted with a Mastercard credit, debit, or prepaid card on behalf of cardholder. They can also view the status of their raised complaints. The solution allows issuers and acquirers to receive notifications for every new complaint raised and allows access to this system to review and update the status of the complaints.

## How it works {#how-it-works}

India Online Dispute Resolution (IODR) is ideal for issuers and acquirers to resolve complaints. It helps the issuer and acquirer to manage their complaint status.

**The IODR API:**

* Supports all events of the domestic complaints.
* Allows the issuers to create, update, and view complaints.
* Allows the acquirers to update and view complaints.

The following diagram shows a high-level flow between the issuer, acquirer, and IODR API.

![](https://static.developer.mastercard.com/content/india-online-dispute-resolution/uploads/howitwork.png)

##### Workflow: {#workflow}

1. **Issuer intake**: The issuer submits a complaint regarding a failed transaction and update the complaint status with comment.
2. **Complaint routing**: Upon receiving the complaint, IODR generates a tracking number and sends an email notification to the issuer.
3. **Acquirer notification**: IODR sends the complaint to the acquirer for investigation.
4. **Acquirer response**: The acquirer investigates the complaint and reports the updated status to IODR.
5. **IODR response to issuer**: IODR sends the result and notifies the complaint status to the issuer.

### Good to know {#good-to-know}

1. We have created a [Reference Application](https://developer.mastercard.com/india-online-dispute-resolution/documentation/reference-app/index.md) to get you started.
2. Refer to the [Use Cases](https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/index.md) for more details on how the API works.
3. Refer to the [Tutorials and Guides](https://developer.mastercard.com/india-online-dispute-resolution/documentation/tutorials-and-guides/index.md) for more guidance.

Tip: If you do not have a Mastercard representative, seek assistance from our [support page](https://developer.mastercard.com/india-online-dispute-resolution/documentation/support/index.md#get-help).

## Next steps {#next-steps}

When you are ready to use the APIs, refer to the [API Basics](https://developer.mastercard.com/india-online-dispute-resolution/documentation/api-basics/index.md) page for API authentication, encryption, and environment details.